Automated compliance scripting and verification

• US 10,360,564 B1
• Filed: 09/05/2017
• Issued: 07/23/2019
• Est. Priority Date: 08/04/2015
• Status: Active Grant

• Current Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Original Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Inventors: Apple, John Raymond, Brewer, Gary, Leary, Mary Lynn, Shah, Chirag S., Eidam, Kourtney
• Primary Examiner(s): Addy, Thjuan K
• Application Number:
  US15/695,678
• Time in Patent Office: 686 Days
• Field of Search: 37926506, 37926503, 37926607, 37926509, 37926505
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0185 Product, service or business identity fraud
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

In an example, a method for implementing a disclosure message requirement may include operations to detect a condition requiring an output of the disclosure message and to control output of the disclosure message, in a communication session that follows a process workflow. The process workflow may be modified to include pausing further actions in the process workflow, outputting of the disclosure message in the communication session, and then resuming actions in the process workflow in response to successfully outputting the entire disclosure message to a customer user. In some examples, the communication session involves a telephone call session between a customer service agent and a customer. In some examples, user interface functions related to the process workflow are disabled and then enabled, to prevent the agent from proceeding in the process workflow for a product or service until the disclosure has been successfully output.

Claims

1. A method comprising:

detecting, from a first action conducted in a process workflow, a condition requiring an output of a recorded audio message to a customer user; and

controlling the output of the recorded audio message in a communication session with the customer user, in response to the detection of a condition requiring the output of the prerecorded audio message, by;

pausing a second action, subsequent to the first action, in the process workflow;

commencing the output of the recorded audio message to the customer user in the communication session; and

resuming the second action in the process workflow, in response to detecting that the recorded audio message has been delivered to the customer user in its entirety.

2. The method of claim 1, wherein the recorded audio message corresponds to text of a required disclosure message.

3. The method of claim 2 further comprising:

retrieving a disclosure requirement definition associated with the required disclosure message, the disclosure requirement definition identifying the condition requirement to playback the recorded audio message in the process workflow.

4. The method of claim 3, wherein the disclosure requirement definition further identifies a version of the required disclosure message to output to the customer user.

5. The method of claim 1, wherein the recorded audio message is combination of selected phrases.

6. The method of claim 1, wherein detecting that the recorded audio message has been delivered to the customer user in its entirety is based on a customer response to the playback of the recorded audio message.

7. The method of claim 1, wherein detecting the condition requiring the output of the recorded audio message to the customer user includes analyzing one or more phrases or keywords used in the communication session with the customer user.

8. A non-transitory computer readable medium comprising instructions, which when executed by at least one processor, configure the at least one processor to perform operations comprising:

detecting, from a first action conducted in a process workflow, a condition requiring an output of a recorded audio message to a customer user; and

controlling the output of the recorded audio message in a communication session with the customer user, in response to the detection of a condition requiring the output of the prerecorded audio message, by;

pausing a second action, subsequent to the first action, in the process workflow;

commencing the output of the recorded audio message to the customer user in the communication session; and

resuming the second action in the process workflow, in response to detecting that the recorded audio message has been delivered to the customer user in its entirety.

9. The non-transitory computer-readable medium of claim 8, wherein the recorded audio message corresponds to text of a required disclosure message.

10. The non-transitory computer-readable medium of claim 9, the operations further comprising:

retrieving a disclosure requirement definition associated with the required disclosure message, the disclosure requirement definition identifying the condition requirement to playback the recorded audio message in the process workflow.

11. The non-transitory computer-readable medium of claim 10, wherein the disclosure requirement definition further identifies a version of the required disclosure message to output to the customer user.

12. The non-transitory computer-readable medium of claim 8, wherein the recorded audio message is combination of selected phrases.

13. The non-transitory computer-readable medium of claim 8, wherein detecting that the recorded audio message has been delivered to the customer user in its entirety is based on a customer response to the playback of the recorded audio message.

14. The non-transitory computer-readable medium of claim 8, wherein detecting the condition requiring the output of the recorded audio message to the customer user includes analyzing one or more phrases or keywords used in the communication session with the customer user.

15. A system comprising:

at least one processor;

a storage device comprising instructions, which when executed by the at least one processor, configure the at least one processor to perform operations comprising;

detecting, from a first action conducted in a process workflow, a condition requiring an output of a recorded audio message to a customer user; and

controlling the output of the recorded audio message in a communication session with the customer user, in response to the detection of a condition requiring the output of the prerecorded audio message, by;

pausing a second action, subsequent to the first action, in the process workflow;

commencing the output of the recorded audio message to the customer user in the communication session; and

resuming the second action in the process workflow, in response to detecting that the recorded audio message has been delivered to the customer user in its entirety.

16. The system of claim 15, wherein the recorded audio message corresponds to text of a required disclosure message.

17. The system of claim 16, the operations further comprising:

retrieving a disclosure requirement definition associated with the required disclosure message, the disclosure requirement definition identifying the condition requirement to playback the recorded audio message in the process workflow.

18. The system of claim 17, wherein the disclosure requirement definition further identifies a version of the required disclosure message to output to the customer user.

19. The system of claim 15, wherein the recorded audio message is combination of selected phrases.

20. The system of claim 15, wherein detecting that the recorded audio message has been delivered to the customer user in its entirety is based on a customer response to the playback of the recorded audio message.